Digital Learning (DL) invites applications for an IT Technician (Full-time, Non-exempt) in the Technology Innovation department. This position will aid in maintaining the operational integrity of the information technology (IT) end user computer equipment and resources in the Digital Learning Building.

The work includes, but is not limited to, workstation setup, device configuration, modifying, updating, maintaining and troubleshooting, of computers, peripheral devices, software and varied equipment. Support will require intermediate problem-solving ability to review, triage, and resolve issues in a timely manner, escalating as needed.

We are looking for a proactive and enthusiastic IT Technician who blends technical acumen and interpersonal soft skills to provide welcoming support in a dynamic educational environment.

Our ideal candidate demonstrates technical expertise, while exhibiting a caring user-first mindset when supporting DL across a variety of mediums including chat, calls, tickets, email and remote access.

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Digital Learning (DL) invites applications for an IT Technician (Full-time, Non-exempt) in the Technology Innovation department. This position will aid in maintaining the operational integrity of the information technology (IT) end user computer equipment and resources in the Digital Learning Building.

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Required Qualifications

• Education: High School Diploma
• Experience:

  • 2 years of experience in IT customer support, including internships and student assistants.

  • CompTIA A+ or Google IT Support Professional Certificate required (or obtainable within 6 months of employment).

Preferred Qualifications

• Education: Associate’s Degree or Technical Degree
• Experience:

  • At least 2 years of demonstrated experience in a customer service setting.

  • Technical Associate Degree or equivalent Certifications/Diploma.

  • Previous IT Help/Service Desk experience.

  • Higher education experience.

Work Location

• Knoxville, TN

Compensation and Benefits

• Hiring Range: $42,000-46,000 dependent on experience
• UT market range: MR 07
• Find more information on the UT Market Range structure here
• Find more information on UT Benefits here

Application Instructions

• For full consideration, applicants must attach a letter of interest, resume, and the name, address, email, and phone number of three professional references, in addition to completing the applicant file to the Human Resources online application system, DASH. This position does have the potential for a hybrid working capacity.
• Screening of applicants will begin immediately and continue until the position has been filled. DL_UT

About The College/Department/Division

Digital Learning at UT, is a unit charged with advancing UT’s commitment to discovery, creativity, learning, and engagement, specifically for online learners. Using advanced and innovative technologies, Digital Learning at UT will provide scalable solutions that enhance the online learning experience and reduce barriers to student access and success, providing a tremendous impact to online learners across the state and the nation. At Digital Learning, we want to be bold and impactful, transforming the future of online education through innovative thinking and collaborative problem-solving. Join our dynamic and inclusive Digital Learning team where we take pride in teamwork, excellence, and a shared commitment to shaping the future through education and innovation.

Additional Information on all postings provided by UTK

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Device Management, Support & Coordination

• Acts as initial DL touch-point for internal IT support requests and questions.

• Provides installation and ongoing technical IT support for a variety of software, including but not limited to, Google Workspace, Microsoft 365 apps including Microsoft Office for Windows and Mac, Slack and other common office applications.

• Installs user workstations and supports common office devices including printers, collaboration room AV equipment, printers, displays, webcams, docks and peripherals.

• Coordinates with supervisor and OIT who preform device imaging and commissioning

• Completes basic final device setup and updates before hand-off to end user.

• Researches questions and/or problems and finds solutions for applications.

• Communicates with supervisor and other IT professionals regarding more complex issues

• Updates, tracks, monitors, and closes tickets assigned to the individual and team.

• Communicates university policy with end-users.

Knowledge sharing & Teamwork

• With supervision, aids in documentation of newly purchased IT equipment, and updates documentation as equipment is disseminated to and returned from users.
• Aids in creation of internal Knowledge Articles and instructional guides to common or reoccurring technical problems.
• Stays up to date with IT industry developments and trends
• Serves as an example to other employees by modeling an encouraging, positive, and productive attitude.
• Works with other team members on group projects and works independently with minimal oversight.
• Serves as a mentor and aids student assistants.

Knowledge, Skills, & Abilities

• Working technical knowledge of personal computers, Windows or Mac operating systems, web browser troubleshooting, and other software applications

• Knowledge of computer networking and DNS/DHCP

• Knowledge of MS Office products for Windows or Mac

• Knowledge of e-mail clients is required.

• Strong customer service skills, including the ability to explain complex technical concepts to a diverse group of users; excellent oral and written communication, interpersonal, organizational, time-management, and team-building skills

• Demonstrated experience writing and following technical documentation

• Ability to lead and participate in group discussions

• Ability to coordinate and maintain a variety of projects with a significant degree of independence

• Possess strong problem-solving skills, including the ability to identify relationships when solving problems

• Work independently, volunteer and take ownership of problems and projects